Frequently Asked Question

Are you factory or a trading company?

We are both. We have our own factory. So we can provide you with OEM/ODM services.

Can I customize my own luggage?

Yes. We can offer customization services. But MOQ will be needed if you want to do the customization. Contact us for details regarding this and we can talk about it.

Do the photos on your site match the product exactly?

Due to the digital photography, dye lot variations and minor improvements made to the construction of the product we can not guarantee the color and construction as an exact replica of the product. While we try our best to show our products as accurately as possible, screen images are a guide only and should not be regarded as absolutely correct.

What materials are your luggage pieces made from?

We primarily use premium faux leather(PU leather, artificial leather). Specific material details are listed on each product page. It can also be customized with microfiber leather or fabric.

Are your suitcases lightweight?

Yes! We prioritize lightweight designs without sacrificing durability. The exact weight for each model is clearly listed in the product specifications. However, it will be slightly heavier than plastic luggage due to the large quantity of metal hardware we use on the suitcase.

How do I choose the right size luggage?

Check the size on the product page and choose the suitable size for yourself! Please be noted that for the beauty of the shape and the sturdiness of the structure, this old-fashioned suitcase is slightly smaller than your daily-used ABS or PC luggage, please check the detailed dimensions on the product page before making your purchase

Do your suitcases have TSA-approved locks?

Yes, we have two types of locks: TSA Key Locks & combination locks. You can choose whichever you want.

Where do you ship from?

The majority of orders ship directly from our factory in China. We have a very limited stock held in a US warehouse. An international shipping fee applies to all orders at checkout. But we will have more stock in the future.

Do you ship outside the US mainland?

Currently, we only ship within the contiguous United States (US mainland). We do not ship to Alaska, Hawaii, US territories, PO Boxes, APO/FPO addresses, or internationally.

How can I track my order?

Once your order ships, you will receive a confirmation email containing your tracking number and a link to track its progress with the carrier.

What if my luggage arrives damaged?

Inspect your luggage immediately upon delivery. If damaged, contact us within 48 hours with photos of the damage and packaging, plus your order number. We will assist you with a replacement or repair under warranty.

What is your return policy?

We offer a 30-day return window from the delivery date for unused items in original packaging with tags attached. Customer is responsible for return shipping costs. 

How do I initiate a return or exchange?

Please contact our customer service team first at carson@uniwalkercases.com with your order number and reason. We will provide instructions. Returns cannot be processed without an authorization.

Are returns and exchanges free?

We do not offer free returns or exchanges.

How long do refunds take?

Refunds are issued within 5 business days of us receiving your return and can take between 5-7 business days to process on your credit card depending on your financial institution.

Do you offer luggage repairs?

Yes, we handle repairs for issues covered under our warranty. Please contact customer service with details and photos. Repairing is free of charge, but customer should cover the shipping fee for sending and receiving the package.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and Shop Pay for secure checkout.

Is my payment information secure?

Absolutely. Our checkout process uses industry-standard SSL encryption. We do not store your full credit card details on our servers.

How do I clean and care for my luggage?

Wipe clean with a damp cloth and mild soap. Avoid harsh chemicals. For soft-shell: Spot clean with a damp cloth and mild detergent. Allow to air dry completely. Check product tags or our Care Guide for specific material instructions.

Can I order replacement parts (wheels, handles, etc.)?

Yes! We stock common replacement parts. Please contact customer service with your luggage model and the part needed, and we'll provide availability and pricing.

How do I contact customer service?

We're here to help! Please email us at carson@uniwalkercases.com or use the contact form on our website. We strive to respond within 24 hours.